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Coordinator, Facilities Help Desk in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 4/9/2019

Job Snapshot

Job Description

Position Summary 

This position encompasses three areas of responsibilities: Workplace Solutions Customer Service Coordinator, Workplace Solutions Department Operations Coordinator, and Workplace Solutions Department Administrative Support 

Summary of Essential Duties and Responsibilities: 

Facilities Customer Service Coordinator

  • As the first point of contact, is responsible for the relationship between Workplace Solutions and all Port based customers
  • Responds to all telephone, e-mail, and face-to-face requests from internal customers
  • Directs all requestors to the Work Order System to place their specific requests
  • Reports to the Port, via telephone, emergency problems and follows up with an e-mail and a Work Order
  • Throughout the day, checks the Work Order system and opens and re-assigns Work Orders as needed. Ensures all Work Orders are confirmed within one business day, unless they are an emergency
  • Reviews and ensures Work Orders are routed and completed on a timely manner
  • Follows up on Work Orders remaining open for more than three days
  • Closes and files all completed Work Orders
  • Reviews meeting set-up requests daily with Facilities Coordinator and when needed, approaches requestor to clarify or obtain more detailed information on their requested set-up
  • Receives employee requests and relays to appropriate staff to address
  • Maintains inventories and sign-out procedures for workstation keys, restroom air fresheners, AV equipment, facility sanitary supplies, facility tools and cart, power strips, easels. 

Facilities Department Operations Coordinator:

  • Receives and relays requests to various service providers
  • Ensures Work Orders designated to in-house outsource vendors (food services and janitorial services) are acknowledged, routed, and printed. Ensures timely completion of the requests
  • Manages on-going weekly and monthly maintenance services (i.e. trash and recycle services, paper recycle, parking lot sweeping, wood refinishing, etc.). Ensures quality and completion of the work
  • Coordinates and checks progress of maintenance projects by interacting with in-house staff and outside vendors
  • Manages all weekend work by outside vendors and the Port, creates and distributes to Security the Weekend Contractors Report. 

Facilities Department Administrative Support:

  • Places calls for work needed in the kitchens, plumbing, electric, and refrigeration repairs. Obtains quotes, and prepares Task Order
  • Receives daily mail and distributes correspondence
  • Stamps all incoming invoices and delivers to Financial Analyst and/or to other members of the department as appropriate for their review
  • Assists Financial Analyst to log and scan all invoices prior to sending to them AP
  • Routinely orders office supplies for all South Florida Facilities staff/offices and maintains Port office supplies cabinets in order
  • Audits deliveries and invoices to ensure accuracy
  • Routinely orders janitorial paper supplies for the Port offices
  • Manages the inventory of all marketing materials (brochures) for all brands for display in all South Florida building lobbies. Places orders as needed to ensure we do not run out
  • Routinely orders US, state, and four brand flags for all US offices as needed and maintains inventory. Ensures flags are refreshed before they show signs of wear and tear
  • Supports Manager’s responsibilities by taking initiative in Manager’s absence
  • Responsible for addressing employee complaints in a timely manner and ensuring resolution
  • Works on various projects with pre-set guidelines
  • Maintains, manages, and tracks certain policies (after-hour events, etc.)
  • Prepares daily, weekly, and monthly reports as assigned by Facilities Manager
  • Provide receptionist/phone operator back as needed
  • Handle other tasks/responsibilities as assigned by Manager or Director
  • Assist during fire drills or fire false alarms
  • Responsible to make purchases with Corporate Card
  • Follow up on invoices for services requested to ensure they are paid; pair them up with request, ensure completion, obtain approval from Manager if needed and send to AP

Job Requirements

Knowledge and Skills 

  • Requires excellent customer service skills
  • Must be able to follow directions and work as a team
  • Ability to prioritize workload and multi-task
  • Problem solving skills
  • Time management
  • Calm under pressure
  • Ability to handle small to medium size projects with little or no supervision, relying on pre-established guidelines
  • Must be well organized with good administrative, writing, spelling, and grammar skills. 
  • Proficient in Outlook, Word, and Excel. Will also be taught Tungsten and Concur
  • Requires a high school diploma/GED
  • One to five years of customer service experience


 It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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